Part 1: Refill Card Replacement

Complete the notes below.

Write ONE WORD AND/OR A NUMBER for each answer.

Refill card replacement 

Customer
• surname: [1] ____________________
• problem with card: [2] ____________________
• card number: [3] ____________________
• contact phone: [4] ____________________

Delivery
• flat number: [5] ____________________
• building name: [6] ____________________
• postcode: [7] ____________________
• delivery date: [8] ____________________ April

Payment and settings
• handling fee (£): [9] ____________________
• auto-refill trigger (£): [10] ____________________

Keys

1 Dorsey
2 cracked
3 804177926
4 07944630118
5 16
6 Mallow
7 NE35QT
8 12th
9 6.50
10 5

Transcript

Part 1: You will hear a customer calling a service centre to replace a refill card.

AGENT: Meridian Card Services, you’re speaking with Nia. How may I assist you today?
CALLER: Hi, I’m calling because I need to replace my refill card. It still has credit on it, but it isn’t working anymore.
AGENT: I’m sorry to hear that. Just to confirm, is the card missing, or is it cracked?
CALLER: It’s cracked. The plastic split near the barcode, and now the scanner can’t read it at all.
AGENT: I understand. In that case, I can arrange a replacement card for you. Because it’s cracked rather than lost, there’s no charge for the card itself, but there will be a delivery handling fee. Before we organise that, may I take your surname, please?
CALLER: Yes, it’s Dorsey.
AGENT: Thank you. And can I check your first name as well?
CALLER: Kellan.
AGENT: Great. Now I’ll need the card number from the front. Please read it as one number, without pauses.
CALLER: Sure. It’s 804177926.
AGENT: Perfect. And a contact phone number, again as one number, so the courier can reach you if needed?
CALLER: Yes, that’s 07944630118.
AGENT: Thank you. Now, where would you like the replacement delivered—home or workplace?
CALLER: Home, please.
AGENT: No problem. What’s your flat number?
CALLER: 16.
AGENT: And the building name?
CALLER: Mallow.
AGENT: Thank you. And the postcode, please say it without a space.
CALLER: NE35QT.
AGENT: Great. Deliveries are made on weekdays only, and someone must be available to sign for the package. Which date would suit you best?
CALLER: Friday the 12th would be ideal. I’m usually out on Tuesdays and Thursdays.
AGENT: Friday the 12th of April is available, so I’ll book that for you. The handling fee is £6.50. Are you happy to pay that today?
CALLER: Yes, that’s fine.
AGENT: Thanks. We’ll also transfer any remaining balance. Do you know roughly how much is left on the old card?
CALLER: About eighteen pounds.
AGENT: That’s helpful. Once you activate the new card, the balance will be moved across automatically. One last thing: your account has auto-refill enabled. Would you like to keep the trigger at five pounds?
CALLER: Yes, please keep it at five.
AGENT: Excellent. You’ll receive a text message shortly confirming the replacement details.
CALLER: Perfect, thanks for your help.
AGENT: You’re welcome. Have a nice day.